We performed a comparison between Clarity SM, SCSM, and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"Right now, we are starting to be dependent on the CMDB a lot."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"As of late, I really like the BI functions."
"It helps when you have an incident or performing a problem change management process."
"The value for the clients is that you can save information in the application and get reports with that information."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"This solution is easy to use."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"This product has helped our organization by allowing people to connect with each other."
"It is quite scalable."
"It is a simple solution that is easy to configure."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"I've used SCSM a lot, and its features are valuable."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"They should enhance the service desk manager's service point function to be more customizable."
"I would like to see the API cleaned up."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"The monitoring tool is in need of improvement."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"Once we had an issue with a desktop download that would not open."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"Mobile application integration would be an improvement."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"We would like to see a web-based interface that works on mobile devices."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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